Customer Service Representative (PES – Admin Officer)

Job Duties

• Respond to client questions and inquiries via inbound phone calls and emails, providing accurate information about products and services.
• Execute administrative and transactional tasks, including making outbound calls to follow up on pending requests.
• Process high-accuracy data entry for new account creations, site setups, and specialized service requests.
• Troubleshoot customer issues within established procedures to improve the overall user experience and brand loyalty.
• Coordinate with leadership by escalating complex questions and following instructions for ad-hoc processing tasks.

Non-negotiables

• Omnichannel Proficiency: Proven experience managing both voice (phone) and non-voice (email) support channels simultaneously.
• Data Accuracy: High level of precision in data entry to ensure new accounts and sites are configured correctly the first time.
• Metric-Driven Mindset: Ability to consistently meet and exceed KPIs, including customer satisfaction (CSAT), efficiency, and resolution targets.
• Communication Skills: Excellent verbal and written English skills to maintain a professional and helpful tone with clients.
• Process Adherence: Ability to strictly follow established company procedures and supervisor instructions.

Preferred Skills/Experience

• Prior experience in a BPO or shared services environment handling both front-end support and back-end admin work.
• Strong multitasking abilities to navigate between support systems and data entry interfaces.
• Proactive problem-solving skills with a focus on "win-win" resolutions for the customer.
• Experience in account management or site provisioning for service-based industries.
• Resiliency and the ability to maintain professionalism during high-volume call periods.